Customer Success Manager – B2B SaaS (Full Time / Remote)

Posted 3 months ago
Our Client is hiring for a Customer Success Manager!
About the Role

Our client is looking to grow theirCustomer Success and Support team.  As a fast growing start-up they need to maintain the level of support their enterprise customers are accustomed to.

You’ll be the main onboarding point of contact for new accounts, and will guide our customers in creating one-of-a-kind live experiences. This position reports to the Customer Success Team Lead and works closely with the leadership team, both the CEO and the CTO of the company. It therefore includes massive opportunities for professional growth.

  • You’ll serve as the day-to-day contact on assigned accounts.
  • You’ll regularly identify areas of improvement in customer education based on communication with customers.
  • You’ll collaborate with Sales and Marketing teams to proactively communicate new features to existing customers.
  • You’ll work with Product and Engineering teams to report customer feedback and help regularly update the product roadmap.

Requirements

  • You are obsessed with the customer journey, from their first interaction with our product to live event days and beyond.
  • You are an exceptional communicator. You find innovative ways to explain complex concepts in an elegant way.
  • You live in a growth mindset. You see challenging situations as growth opportunities, not barriers.
  • You are proactive. You see challenges before they exist, and plan accordingly.
  • You are structure-oriented. You find satisfaction in improving processes, and don’t stop because something is “good enough”.
  • You are customer-obsessed. You only hang your hat up when customers get what they came for, and you’ll run through brick walls to make that happen.
  • You adapt well to change. We are a fast-scaling startup, where flexibility is crucial.

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick & Public Holidays) – 25 paid vacation days per year because we believe time off is crucial to your overall happiness and wellbeing.
  • Family Leave (Maternity, Paternity)
  • Work From Home – We’ve been remote-first since 2019 and we know what it means to develop and support a permanently remote, global team.
  • Co-working membership so that you can have a change of scenery.
  • Competitive Salary & Stock Option Plan – You grow as the company grows.
  • Free Food & Snacks – Yes, even remote we might send you a coffee or snack subscription.
  • Best in class technology – In addition to a top-of-the-line work laptop, you’ll get a great home office set-up or a co-working membership in your city.
  • Training & Development
  • We’ll support your professional growth – That includes sending you to events that interest you, exposing you to areas of the business you want to explore, and more.

Why should you join our team?

    • Your every action makes an impact on our customers’ and company’s success, you are able to see the value of your work every day.
    • This role is the first in the function here. You’ll have the opportunity to shape how the role develops and build the team culture.
    • We offer competitive salaries and equity packages. You grow as the company grows.
    • You’ll get 25 paid vacation days per year – we believe time off is crucial to your overall happiness and wellbeing. We’ve been remote-first since 2019 and we know what it means to develop and support a permanently remote, global team.
    • In addition to a top-of-the-line work laptop, you’ll get a great home office set-up or a coworking membership in your city.
    • We love to have fun (like virtual escape rooms and margarita workshops!).
    • We’ll support your professional growth–from sending you to events that interest you, or exposing you to areas of the business you want to explore.

Skills you’ll absolutely need

    • 3+ years experience in Sales, Account Management, Business Development, or Customer-facing marketing for a B2B SaaS company
    • Experience with pipeline management using Hubspot or other CRM tools
    • Passion for technology and innovation
    • Outstanding written and verbal communication skills
    • Strong customer-facing and presentation skills with the ability to establish credibility with key stakeholders at large enterprise companies
    • Ability to break down complex technical concepts and instructions into palatable documentation
    • Basic Excel/data skills, with the ability to turn raw data into actionable insight
    • Full COVID vaccination

You’ll stand out if you…

    • Have attended virtual events in the past
    • Have experience in the events industry or live communication products (bias towards video or audience engagement)
    • Love animals. (It’s likely that our CHOs, Chief Happiness Officers – Sky and Harley – will be sitting in on your interview.)

APPLY HERE